About this role
Job summary
Receptionist/Administrator Job OverviewThe Receptionist/Administrator is responsible for providing a professional, welcoming and efficient front-line service to patients while supporting the smooth running of the GP practice.
Main duties of the job
Main responsibilities Welcome patients and deal with enquiries in a friendly and professional manner.
Answer telephone calls and respond to patient queries appropriately.
Book, cancel and rearrange appointments according to practice procedures.
Register new patients and update patient information accurately.
Maintain confidentiality and handle sensitive patient information appropriately.
Direct patients to the appropriate healthcare professional or service, following practice procedures.
Process repeat prescription requests and other administrative tasks where required.
Receive and relay messages accurately to GPs and other members of the healthcare team.
Deal calmly and professionally with patients who may be upset, anxious or frustrated.
Maintain accurate records using the practice's computer systems.
Work closely with GPs, nurses, administrators and other members of the practice team.
Follow GDPR, confidentiality, safeguarding and health and safety requirements.
Support the general administration and smooth day-to-day running of the surgery.
About us
Elthorne Park Surgery is a well-established and popular 4-Partner Practice with 4 Salaried Doctors, a growing list size (currently 9900 patients) in Hanwell, West London. Modern purpose built premises with car parking and good transport links including the Elizabeth Line. We are a SystemOne practice and have a full complement of friendly and supportive staff. We pride ourselves on providing high quality clinical care. The ideal candidate needs to be committed to delivering high quality care and have strong attention to detail.
Job description Job responsibilities
Job Summary:
The purpose of the role is to:
Offer general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
Undertake a variety of administrative duties to assist in the smooth running of the Practice including the provision of secretarial/administrative support to clinical staff and other members of the Practice team
Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies
Duties and Responsibilities:
The duties and responsibilities to be undertaken by members of the Practice administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Senior Receptionist/Practice Manager, dependent on current and evolving Practice workload and staffing levels:
Opening up/locking-up of Practice premises and maintaining security in accordance with Practice protocols
Maintaining and monitoring the Practice appointments system
Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
Processing and distributing incoming (and outgoing) mail
Taking messages and passing on information
Document management/workflow
Processing repeat prescriptions in accordance with Practice guidelines
Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures
Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
Clearing and re-stock consulting rooms as required
Providing clerical assistance to Practice and additional staff as required from time to time, including document management/ scanning
Ordering, re-ordering and monitoring of stationery and other supplies
Dealing with clinical waste
Maintaining the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
Person Specification
Qualifications Essential
GCSE grade A to C in English and Maths Basic to good IT skills Good written and verbal communication. Customer-service skills Telephone skills Ability to maintain confidentiality and follow practice procedures. Ability to remain calm with upset or difficult patients.
Desirable
Friendly and approachable. Empathetic and understanding. Calm under pressure able to manage busy periods, queues and demanding telephone calls. Professional and respectful. Confident communicator. Discreet and trustworthy understands the importance of patient confidentiality. Well organised. Reliable and punctual. Flexible and adaptable. Good team player. Problem-solving ability can deal appropriately with routine issues and know when to escalate concerns. Willingness to learn able to learn new computer systems, procedures and NHS processes. Culturally sensitive comfortable working with patients from different backgrounds and with different communication needs.
Employer details Employer name Elthorne Park Surgery
Address 106 Elthorne Park Road
Hanwell
London
W7 2JJ
United Kingdom
Employer's website https://www.elthorneparksurgery.nhs.uk/ (Opens in a new tab)